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FAQ

PRODUCT INFORMATION 

1. How long does the rubberband last ?

With our own test environment our rubberband could last up to 2-3 years for version 1. For version 2 (improved) bands, our own frames in use are almost 2 years, it is still doing great. However this may different depends on usage, environment temperature etc. For best care, avoid direct sunlight & high temperature areas such as on top of oven. 

2. How many version of rubberbands do you have ?

Version 1 slim width bands postal bands, and Version 2 (improved) wide width bands exercise bands. 

3. How will i know which rubberbands are in use for which products ?

All products that are listed on our primary website uses Version 2 (improved) wide width bands, which includes Tulip wood & Radiata Pine band frames.

 4. Can i replace my rubberband if my rubberband breaks in the future ?

All rubberbands can be easily be replaced by shopping at near by stationary or hardware shops that sells postal band, as this is the easiest way for customers to obtain new bands, alternatively if customers insist to obtain our Version 2 bands you can always drop us a message on Instagram to purchase, while stock last. 

5. Do you provide photo printing ?

No at this moment, we do not provide photo printing. The idea is for you to put in your own content as an expression of love & kind gesture to the receiver. However if you really need our help with this, kindly message us on Instagram, with exceptional case we may be able to set this up for you with a service fee of RM 50.

6. Can i change my engraving content after purchase is made ?

No changes can be made to the engravings upon checkout. Kindly check for spelling errors before submission, however if we come across any possible spelling errors we are nice enough to contact you personally and to double clairfy before proceeding with engravings, but kindly we are not responsible if we didn't notice your errors. 

OPERATIONS & SHIPPING DURATIONS

Our online shop is open 24/7 for you to shop, however our delivery & shipping dates will be consolidated to ship out within a period of 14-20 days from the date of order, the reason to this is because the laser engravings requires time in order to ensure accuracy to all orders during shipment, we also want to reduce the carbon footprint thus consolidating for our courrier partners will help to do so.

*updated March 2022

  • We are generally working Tuesday - Saturday 10-4 PM. We will respond to your questions as soon as we can during our office hours.  
  • Thank you so much for your patience and understanding. 

 

Due to limited time and staffing for processing orders during this time, all items during our sales periods and any marked-down items are final sales and are not eligible for return or exchange. Thank you for understanding during these times. 

Discount cannot be applied to orders placed prior to sale. Discount code must be used at the time of ordering and cannot be retroactively applied once the order has been placed.  


Purchases outside of our sales periods and for any full priced items: 
If you decide that an item you ordered is not to your liking, we are more than happy to process a return or exchange. Items are eligible for return within 14 days of when the customer receives their order (which may be extended during the holiday season, or on case-by-case basis).

Items not eligible for returns:  

  • Any items purchased using a discount code or sale items. These are all final sale.  
  • Any items missing, torn, or open packaging of the product. 

 

DAMAGED PRODUCT
If you see major damage to your package or any other issues with delivery, please take a picture of your package before opening it and send it to define@mukk.co. In the email, please include your order number e.g #71700 and pictures of the damaged product and the package in which your order arrived. This will help us make sure our shipping methods are the best we can provide.

I HAVE A COUPON CODE BUT FORGOT TO USE IT
We can apply a discount code retroactively as long as your order has not been processed. Please contact us immediately at define@mukk.co with your order number and discount code in the event that you forgot to use the code at checkout. If you have already received your shipping confirmation, we will not be able to apply the discount code.

PRIVACY AND SECURITY
Any information we collect from you is for the sole purpose of processing your order and will not be sold, exchanged, or otherwise disclosed to anyone. To access, update, or change your personal information, log into your MUKK account and modify your information. We employ industry-accepted standards in protecting your personal information during its transmission on www.mukk.co We utilize SSL [Secure Socket Layer] technology to protect your sensitive information on MUKK during its transmission.

SHIPPING
At this moment we ship to Malaysia & Singapore, for other international shipments interested to purchase our items please email us for custom shipping quotation at define@mukk.co. 

TAXES, SHIPPING & HANDLING, CUSTOMS AND DUTIES CHARGES
All international orders are shipped via DHL or FEDEX to destination country's postal system. Carriers are selected based on the most efficient delivery. International customers are responsible for customs duties and/or brokerage fees that the delivery service will impose upon delivery, in addition to shipping costs assessed during checkout. 

WHOLESALE ENQUIRIES
To become a MUKK stockist, please email us at define@mukk.co. In your email, tell us about your store, where it is located, what lines or other brands you carry, your resale certificate number, and we will provide you the information required.

FOR OTHER ENQURIES
Contact us via email at define@mukk.co. MUKK Online Customer Service is in the office Monday through Friday from 10 am - 4 pm MYT Time. We typically respond within 24 hours on weekdays. If you contact us over the weekend or during a holiday we will contact you back on the next business day.